Transforming healthcare UX with storytelling, data, and AI
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What innovative UX strategies are transforming healthcare?
Welcome back to the Insights Unlocked podcast. In this episode, recorded live at the Human Insights Summit in October, we're diving into how innovative UX strategies are transforming healthcare. Join us as we chat with Amy Stillman from Cedar and Logan Hartline from HCA Healthcare about leveraging AI, simplifying patient experiences, and using storytelling to drive meaningful change in a complex industry. It's an inspiring conversation you won't want to miss. Enjoy the show. Welcome to Insights Unlocked, an original podcast from User Testing, where we bring you candid conversations and stories with the thinkers, viewers, and builders behind some of the most successful digital products and experiences in the world, from concept to execution.
And what I'm going to do first is actually let you both introduce yourselves. And we'll start with Amy, who's sitting next to me, and then I'll introduce myself. Sure. So I'm Amy Stillman. I'm the vice president of design at Cedar. And so I own product design and user research. And Cedar's mission is to help everyone be able to afford and pursue the care they need. So we're kind of at the intersection of finance and healthcare, trying to help people pay medical bills. So I'm sure everyone's gotten a bad medical bill. And if you haven't, then you've known someone that has. So pretty gnarly problem that we're excited to work on. A great user experience with a lot of room for improvement. Oh yeah. A lot of opportunities. Logan.
Well, hey, good morning. I'm Logan Hartline. I'm the senior director at HCA Healthcare. HCA Healthcare operates in 22 states, hospitals, urgent care, surgery centers, freestanding emergency departments, and physician practices. So I lead our user experience center, which really enables product designers to focus on digital products for patients, consumers, nurses, doctors, hospital operators, HR professionals. If it helps our hospital group function, we are working on capabilities to enable those people to get their jobs done. We focus on accessibility, design systems, research as well. So never a dull day in our job. Yeah, I feel like for everybody's job thesis, there's never a tall day, but just a little bit about me. I'm Leah Hogan, and I'm a principal on our experience research strategy team at User Testing. And basically what that means is that I have this kind of hybrid role of working with our customers to be able to
essentially execute on a lot of the complex research strategy that they have in place, whether they're setting up programs or scaling and also working with our product team to help to evolve the product. So really looking forward to this conversation today. We're going to be talking about collaboration. both across teams and internally across those silos. And then finally, regulation. We all know that there are a ton of constraints that we have to work around in this space. So just want to embrace that and hopefully provide some ideas for strategies we might use. So let's get started. So I always love to start with success stories because people love to talk about when things went well. So I'd love to hear examples of a recent success story of a project where insights from either patients or providers really helped to drive your decision making. And I guess I'll start with you, Amy, here.
So we've been working on, so within billing, there's a lot of ways to pay your bill. Actually the best bill is not to have a bill, right? Like sometimes you get a bill and it's actually that the insurance wasn't properly added and so there's a denial. Other times we find users that have a high deductible plan and so they actually maybe need a payment plan to help them figure out how to pay over time. And then sometimes we do know that there's a large cohort of users that probably could apply for Medicaid and don't realize that they should and they can. So earlier this year, we worked on a tool and it was actually about Medicaid eligibility.
How can storytelling simplify patient experiences?
And so we tried to, in our user database, identify users who we thought would be eligible for Medicaid. And one of the hardest parts about Medicaid is that the process is a horrible user experience. You have to go onto some state website and figure out where a form is, download the form, physically fill out the form, backspack in the form. It's really, really hard.
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